The inseparability of culture and strategy in hospitality
Culture is the unseen hand that shapes organisational behavior, procedures’ and employee actions. It is often described as “the way we manage or do things around here,” but it is much more than that—it is the overall character or personality read more...
The action steps you design and take are intended to create more value. But in our complex and diverse world, different people value different things. Some people say, “Just do it fast.” The next person says, “Don’t rush me.” One 
Global tourism set for full recovery by end of the year with spending growing faster than arrivals
Around 1.1 billion tourists travelled internationally in the first nine months of 2024, as the global tourism sector recovered 98% of pre-pandemic levels. According 
When you arrive at Changi Airport you'll immediately know you're in Singapore
Airports are the international travelers’ first point of contact when they arrive at their destination, and its infrastructure and facilities provide them their first impression of the expected quality 
Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company's revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take 
Not every guest interaction will be positive, so be prepared to diffuse tense situations.
As part of our pre-training preparations, I get to look at the various service recovery training that our clients have in place, and I find they nearly 
White Wine
Good to know: White wine is made from the fermented juice of grapes stripped of their seeds and skins.
Calories:Around 130 calories per 175 ml glass; slightly more in sweeter wines.
Pros: American researchers found that grape flesh contains the chemicals 
Sri Lanka welcomed 184,158 international visitors in November 2024. On a year-on-year basis in November, tourist arrivals were up 21.5%.However, it was 7% shy of achieving the 198,069 arrivals it had set out for the month.
Six countries (The US, Australia, 
For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training 
We all expect employees to perform perfectly, and when they make a mistake, we quickly label them as being careless… without looking at the root cause – the why? In a lot of cases, particularly in hospitality businesses, it’s due 
BrandyGood to know:Brandy is a spirit distilled from red wine. Fine brandies are aged for extra flavour in wooden casks. Hangover hell? Brandy contains high amounts of impurities.
Calories:Around 80 in every 35ml shot.
Pros:Because brandy is a distillation of red wine, 
The challenges facing the business of hospitality are on striking the proper balance of combining tech innovation with realism, when delivering personalised experiences.
Self-service kiosks have become increasingly popular in different industries and its entry into the hospitality industry comes as 
